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Old 05-15-2019, 11:32 PM
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rmingers rmingers is offline
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Default Shipping issues with Petco

So I ordered an Exo-Terra 24x18x24 online via on April 26th. I picked them due to reasonable cost, and that they explicitly stated it would be shipped via Freight Carrier. Two days after purchasing it, I got an email from Petco, with a UPS ground tracking number. Obviously I was concerned, so I called Petco customer service. They reassured me it would be fine.

Two days later I get another email saying it was damaged in transit (no shit). Frustrated, I call Petco again and request it be resent, properly. They swear up and down they will handle it. Next day I get yet another UPS ground tracking number. Again I call Petco, requesting they make sure it is properly shipped via LTL freight. Now I'm told they don't actually ship it, it's RC Hagen out of California, and they have no control over its shipping. Two days after, I was checking the UPS website and they said it was damaged in transit. No email from Petco, or UPS. Now I call Petco ready to read them the Riot Act. After 90 minutes on the phone with them, they again promise it will be taken care of. After getting off the phone with them, I called RC Hagen in Fortuna, CA. The guy I spoke with there said they ship it the way they are told to ship it by Petco. He states that they either ship things UPS ground (non-fragile) or Fed-Ex Freight, if it is.

Five days after that my terrarium is delivered UPS ground to my house (I bet you can see where this is going). The UPS guy gets my box out of his truck, and when he sets it down, you can hear the glass inside scraping and breaking. I obviously refuse delivery, and once again am on the phone with Petco. Now that they have attempted to deliver my package 3 times, they will not honor our agreement, and I will supposedly be receiving a refund in 5-7 business days. Do I have any recourse here?

This is the exact wording (each is separately located on each page) from

This item ships via freight carrier. Free shipping, if applicable, includes curbside delivery only.

This items ships via freight carrier. Please enter your information to schedule your delivery.

This item can ship only via freight carrier. In order to complete your order, we must have a valid phone number. The shipping company will contact you separately to coordinate delivery. Please enter your phone number when prompted during the add-to-cart process.

I just thought I'd let everyone here know, if you buy a terrarium from Petco, they will lie to you about how it will be shipped, and lay the blame anywhere else they can.

I called RC hagen today, but they closed before I could get in touch with them. I hope they will sell one directly to me, because there is not one brick and mortar store within 100 miles that has the one I want.

Has anyone else had a similar issue with them? Here is the Large X-tall, cause apparently i've bought out all the Med Tall ones lol.

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